EDITORIAL COMPLAINTS PROCEDURE
This policy applies to complaints about editorial content in our publications and the digital services that we control.
We take the utmost care in ensuring that all of the content in The Australian Jewish News is accurate, not misleading and adheres to our editorial guidelines.
Complaints about issues should be sent to us via:
Post: AJN, Level 1, Glenhuntly Road, Elsternwick, Vic, 3185.
How to complain
You should email us with details of your complaint. Complaints will be accepted up to one month from the date of the behaviour(s) or first publication of the item(s) that you are complaining about.
Should the item remain accessible on our website or in another digital format after this time, we will accept complaints up to two months from the date of first publication provided that it is still possible to investigate the complaint fairly given the period of time that has elapsed.
Complaints must include:
the publication title, date, page and headline if the item is in print or a link to the relevant webpage, if the complaint is about online material;
reference must be made as to the nature of your complaint;
any other documents that will help us assess your complaint.
Complaints received without this information may not be considered
What happens to your complaint?
We aim to acknowledge your complaint within five working days of receipt.
In making a complaint, you agree to respond promptly to any request for further information.
Our complaints process is free of charge, regardless of outcome.
If we receive multiple complaints about the same issue we may make one response to all.
We will respond to all complaints within 28 days of receiving all the necessary information to allow us to investigate.
If we accept that your complaint is valid, we will seek to remedy the breach as quickly as possible, in the next printed edition or immediate if it is an online complaint, with a correction or apology.
When handling your complaint we will treat you fairly, courteously and with respect. We may decline to consider any complaint that is abusive or gratuitously offensive
If at any stage of your complaint we do not hear back from you within 14 days, we will consider your complaint satisfied and closed
We reserve the right to amend this policy as required. We will publish the current policy on our website. Your complaint will be considered against the published policy on the date of receipt of your complaint.
If you are unhappy with our final response to your complaint you may complain to The Australian Press Council:
We will confirm in writing that you have exhausted our internal complaints procedure.